Certificate: 
Upon Completion of Exam
Language: 
English
Duration:
 1 Day
Credits:
 8
Exam:
 Yes
Refreshments:
 Snacks, Beverages and Lunch included in a classroom session
Course Delivery:
 Classroom
Offers: 
Group of 5 - 10 people 10% Discount, Group of 11 - 20 people 15% Discount
Course Overview:
IT service management describes the design, delivery, support, and improvement of IT-related services to support business outcomes. The international standard for service management, ISO/IEC 20000-1:2018, defines the requirements for establishing, implementing, maintaining, and continually improving a service management system (SMS). The SMS makes it clear what is essential to managing the service lifecycle: one must plan, design, transition, deliver, and improve services. As services meet the agreed requirements, value is delivered to customers, users, and the organization providing those services.
This EXIN IT Service Management Foundation based on ISO/IEC 20000:2018 certification describes the key information and concepts for IT service management based on ISO/IEC 20000- 1:2018. This course builds the fundamental skills and knowledge enabling one to participate in organizational teams working within service management. The emphasis is on the service management system and service management processes, specifically, the core concepts and basic terminology of IT service management based on ISO/IEC 20000-1:2018.
Learning Objectives
By the end of this course, you will be able to:
Understand the fundamentals of IT service management and how it supports business outcomes.
Gain insight into the structure and operation of a Service Management System (SMS) based on ISO/IEC 20000-1:2018.
Learn the key principles and terminology needed to work effectively within service management teams.
Explore core processes such as incident management, change management, and service continuity.
Develop awareness of service agreements, supplier relationships, and capacity management.
Build a foundation for implementing, maintaining, and improving IT services using internationally recognized standards.
Prepare for certification and professional roles that require knowledge of service management practices and governance.
Who is this certification for?
EXIN IT Service Management Foundation based on ISO/IEC 20000:2018 is intended for everyone playing a role or having an interest in service management.
Requirements for Certification:
Successful completion of the EXIN IT Service Management Foundation based on ISO/IEC 20000:2018 exam.
Examination Details
Examination type: Multiple-choice questions
Number of questions: 40
Pass mark: 65% (26/40 questions)
Open book: No
Notes: No
Electronic equipment/aides permitted: No
Exam duration: 60 minutes
The Rules and Regulations for EXIN’s examinations apply to this exam.
Required reading
A. ISO/IEC 20000-1:2018 (EN)
Switzerland, ISO, 2018
www.iso.org
B. Dolf van der Haven
A Guide to ISO/IEC 20000-1:2018 Introduction and Implementation Guide
ITSM Shop Ltd, second edition (2020)
ISBN: 9789401807012 (hard copy)
ISBN: 9789401807029 (eBook)
This content and material is developed and owned by Mangates Tech Solutions, accredited by EXIN for delivering certified training programs.
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